Panera Bread — Restaurant in Florida

I really wish establishments that have self serve coffee would have that posted next to items on the menu because to me self serve deserves a much lower price point for the consumer (I previewed it online before going to check prices). I paid almost $6 for a regular sized iced coffee which didn't add up to what it said it would be online, come to find out they charged me for two pumps of caramel which some how adds up to almost $2. I don't mind being charged for adding extras, but I didn't ask for two pumps and I especially wouldn't have knowing it would cost almost as much as a whole other coffee. Since I'm out of town, I'm used to a Panera that adds the cream and sugar to iced coffee (granted it's a drive thru), so after I had paid and waited 10 minutes I was handed a cup with just caramel syrup in it. The employee let me know after I asked that it was self serve, then walked away before I could ask where it was (don't worry, after a couple minutes using my detective skills, I found it). Coffee isn't next to the iced beverages, so in order to make your own $6 iced coffee, you have to go to one end of the restaurant for the "iced coffee" and the other end for the ice? Given that there was no iced coffee left and a group of women were chatting it up with the cashiers at the front blocking anyway to ask about it, I got hot coffee instead and skipped out on the ice because it'd obviously melt and water it down. All this first world problem complaining to say, I paid this company $6 to put syrup in a cup and an almost opportunity to make my own iced coffee by doing the work for them (which I would've been happy to do if the coffee was priced appropriately and...

If it was only for the cashier who helped me today, I would put 5 stars because she was great, but the manager and another employee were just rude and not helpful at all. I had placed a rapid pick up order about a month ago. I went a little earlier to order some stuff while they prepared my rapid order. I then get an email saying that the rapid order was cancelled without reason. I spoke to a manager and all she did was give excuses that they didnt have enough bagels and they couldnt make more. I used to work at a panera and the fact that they were ill prepared and not working to look for another sloution was just bad. And then to top it off when I went back to order some more stuff I needed, an african american girl with a blue panera polo shirt who works in the kitchen area was talking about me TO THE MANAGER and stated how she hates people like me that she wont tolerate it that its ridiculous how customers feel entitled to complain about things they cant fix. Surely enough Im going to call corporate and let them know because the way they didnt even try to get orders prepared the day before so they can be ready ahead of time like they should have been doing is ridiculous and makes them lose money, and the fact that the girl who was talking smack about a customer within ear shot of them TO THE MANAGER and the manager just agreeing is uncalled for and unprofessional. It's not the customers fault you have to work on holidays. If youre that mad then you should do something about it yourself and not direct that anger to anyone. This happened on Christmas Eve...

I’m disappointed in this location. They had excellent service for awhile through the curbside option. Sadly they no longer offer that.

My last two orders have been rapid pickup inside the restaurant. Both times I’ve received an alert that my order was ready when they weren’t able to fulfill it. The first time they offered great service, calling me to inform me of the issue and making it right by working through a resolution. Today they totally dropped the ball. I received the app notification and email about my prepared order. I called them because I realized I would be later than planned and didn’t want them to think I wouldn’t arrive at all. I was told a few different stories by a rep who seemed as if he was auditioning for a sitcom. This was not the time for a snarky attitude… The first response was that they couldn’t fulfill the order. When I asked how that could be given that I had an email saying it was ready, he “investigated” and told me someone else picked it up. It’s the last time this year that pink ribbon bagels will be sold so I tried to work with him to find a mutually beneficial solution. Nope. You can have other bagels or a refund. That doesn’t really help me get the seasonal bagels that I ordered…

Strange that in all of the years of food pickups this was the first time someone else took my order. It happened to be on the final day of pink ribbon bagel sales for the year… Irony or a tall tale? I guess...